Will Telehealth Replace Face-To-Face Service Delivery?

October 6, 2012
Every discussion of telehealth that I’ve had recently with executive teams has come with a disclaimer from the clinical professionals in the room that tech-enabled sessions could never replace face-to-face services. What do you think?
My take is that tech-enabled sessions will replace some, but not all, face-to-face sessions – resulting in a new hybrid consumer service model. The management challenge for most service delivery organizations is in planning how to incorporate these technologies into the consumer experience. The first step in the process of designing consumer services that incorporate these . . .